Service Delivery Manager

Keeta; Riyadh; On-site; SAR 200,000 - 300,000; Full time

Job summary

A leading company in Riyadh is seeking a Customer Service Manager to oversee service delivery for both in-house and BPO teams. The ideal candidate will hold a Bachelor's degree in Business Administration and have over 5 years of experience in a customer service management role. Key responsibilities include managing client relationships, monitoring performance metrics, and enhancing customer satisfaction strategies, making it essential to possess strong leadership and problem-solving skills.

Qualifications

• 5+ years of experience in customer service management.
• Strong understanding of customer service technologies.
• Proficiency in customer service software and CRM systems.

Responsibilities

• Oversee service delivery for customer service teams.
• Manage client relationships and ensure service level agreements are met.
• Implement and optimize customer service processes.

Skills

Leadership

Communication

Problem-solving

Data Analysis

Customer Service Software Proficiency

Education

Bachelor's degree in Business Administration

Job description

Bachelor of Business Administration(Management)

Nationality

Any Nationality

Vacancy

1 Vacancy

Job Description

1. Oversee service delivery for both BPO and in-house customer service teams
2. Manage client relationships and ensure service level agreements are met
3. Monitor and improve performance metrics across all customer service channels
4. Coordinate service delivery efforts between different teams and departments
5. Implement and optimize customer service processes and technologies
6. Manage budgets for service delivery and allocate resources effectively
7. Provide leadership and mentorship to team managers and supervisors
8. Analyze customer interaction data to identify trends and areas for improvement
9. Ensure compliance with quality standards and regulatory requirements
10. Develop and implement strategies to enhance customer satisfaction and loyalty
11. Manage vendor relationships with BPO partners

1. Bachelor's degree in Business Administration, Customer Service Management, or related field
2. 5+ years of experience in customer service management, preferably in a multi-channel environment
3. Proven track record of managing both in-house and outsourced customer service teams
4. Strong understanding of customer service technologies and best practices as per COPC
5. Excellent leadership and communication skills
6. Experience with performance management and data analysis, with the ability to report & interpret data trends
7. Knowledge of service level agreements and key performance indicators
8. Ability to work in a fast-paced, dynamic environment
9. Proficiency in customer service software and CRM systems
10 Strong problem-solving and decision-making skills
11. Experience in budget management and resource allocation
12. Familiarity with omnichannel customer service delivery
13. Flexible to travel as per business needs

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